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      Customer Support Hours & Service Level Agreements(SLA)

      Ensuring Exceptional Support and Service Levels

      Customer Support Hours & Service Level Agreements (SLAs)

      Table of Contents:

      1: Support Hours

      2: After-Hours Support

      3: Convirza Holiday Schedule 

      4: Service Level Agreements (SLAs)

      5: Case Escalation Process

      6: Pricing Table

      7: Data Access

      Section 1: Support Hours

      At Convirza, we are committed to providing exceptional customer support. Our support hours are as follows:

      • Monday to Friday: 7:00 am to 5:00 pm MST
      • Contact Number: 855-655-TECH (8324)
      • Email: support@convirza.com

      After-Hours Telephone Support:

      We offer after-hours telephone support for urgent matters outside our regular support hours. (Please note that emails sent during this time will be responded to within normal support hours.)

      • Monday to Friday: 5:00 pm to 8:00 pm MST
      • Saturday and Sunday: 8:00 am to 8:00 pm MST
      • CALL FLOW


      Section 2: After-Hours Support

      From 5:00 PM to 7:00 AM MST, our Convirza technical support number will be forwarded to the on-call after-hours representative. Here's how the after-hours support works:

      • The after-hours representative checks Hubspot for any new voicemail messages left during their shift.
      • For P1 emergencies, the representative will escalate the issue to management.
      • For non-telephony inquiries, please reach out during regular business hours.
      • The after-hours representative regularly monitors voicemail messages and checks CRM for any P1 emergency tickets to ensure no emergency requests are missed.

      Additionally, we provide an emergency support line directly to the Inteliquent team, available 24x7x365. If you encounter an issue that renders our service unusable or receives reports of a number down, please call the Inteliquent emergency support line at 866-388-7258, option 2.   (When contacting them, mention that you are from Convirza, describe the issue, and provide the time of occurrence.)

      Section 3: Convirza Holiday Schedule

      We observe the following holidays in 2024:

      • New Year's Day
      • President's Day
      • Memorial Day
      • Independence Day
      • Labor Day
      • Thanksgiving
      • The day after Thanksgiving (Black Friday)
      • Christmas Day
      • End of Year Holiday (December 25, 2024, through January 1, 2025)

      During the End-of-Year Holiday period, our office operates with a skeleton crew for Client Services, and support hours are reduced to 8:00 am to 4:00 pm MST. Please note that after-hours support will not be available during this time.

      Section 4: Service Level Agreements (SLAs)

      We prioritize and address incoming tickets based on the following SLAs:

      High Priority: High Priority requests are service-impacting issues affecting only one customer. Examples include single-call failures, same-day ports, Dynamic Number Insertion not swapping numbers, and Conversation Analytics not analyzing calls.

      • Ticket Acknowledgement: Within 2 Hours
      • Repair Started: Immediate
      • Status Update: Every 4 hours
      • Target Resolution: Same Day
      • Status Update: Every 3 hours

      Medium Priority: Medium Priority requests are non-service impacting issues that affect a customer's ability to use our services. Examples include Google Analytics not sending call details, webhooks not triggering, and API not returning results.

      • Ticket Acknowledgement: Within 2 Hours
      • Request Started: Same Day
      • Status Update: Daily
      • Target Resolution: Within 24 hours

      Low Priority: Most requests fall into the Low Priority category and are handled on a first-in, first-out basis. Examples include adding/editing/deleting Users, Groups/Campaigns/Locations, Routes/Call Flows/Tracking Numbers, billing inquiries, credit requests, and general questions.

      • Ticket Acknowledgement: Within 2 hours
      • Request Started: Within 24 hours
      • Status Update: On completion
      • Target Resolution: Within 3 business days

      Section 5: Case Escalation

      If you feel that an SLA is not being met or have extenuating circumstances that require higher priority on a case, please follow our case escalation process:

      • First Escalation Contact: Client Services Contact: Cameron Holmes Email: cholmes@conviza.com Phone: 213.277.2689
      • If dissatisfied with the Director of Client Services' response, you may escalate the request to our Chief Operating Officer. Contact: James Walker Email: jwalker@convirza.com Phone: 385.695.3281

      Section 6: Pricing Table

      We offer a tiered support system to cater to varying customer needs and budgets. Each tier provides a specific level of service and access to support resources.  (Account Provisioning is billed separately; see below). 

      Tier 1 (>$5,000): Our top-tier, full-service package includes a dedicated Account Manager and comprehensive support via phone, email, and chat. Additionally, customers in this tier receive complimentary data access*.

      Tier 2 (>$1,000 - $5,000): Customers in this tier can access phone, email, and chat support and receive complimentary data access*.

      Tier 3 (>$500 - $1,000): Customers in this tier can avail themselves of email and chat support and complimentary data access*.

      Tier 4 (>$29 - $500): Email support is available for customers in this tier to assist with any inquiries.

      Tier

      Service Level

      Email

      Chat

      Data*

      Phone

      AM

      Tier 1

      >$5,000

      Yes

      Yes

      Yes

      Yes

      Yes

      Tier 2

      >$1,000 - $5,000

      Yes

      Yes

      Yes

      Yes

      		  

      Tier 3

      >$500 - $1,000

      Yes

      Yes

      Yes

      		    

      Tier 4

      >$29 - $500

      Yes

      		        

      *AM - Dedicated Account Manager

      Optional Add-On Services Billed Monthly:

      • Chat Support: ($100) 
      • Phone Support: ($150) 
      • Account Manager: ($250) 
      • Email + Chat Bundle: ($125)
      • Email + Chat + Phone Support Bundle: ($200)
      • Email + Chat + Phone + AM Bundle: ($350)

      Account Provisioning: Available at $99.00 per hour; billed in 30-minute increments.

      Development Services:

      • Data Analyst (Large Projects): Available at $149.00 per hour; billed in 30-minute increments. 
      • Engineer: Starting at $199.00 per hour; billed in 30-minute increments.

      Data Access: Customers requiring access to data beyond the standard availability* can request it at a fee of $25.00 per request.

      Section 7: Data Access

      Call Recordings and Call Data Availability:

      • Data Retention Period: We provide access to call recordings and call data generated within the last 400 days through our application.
      • Ice-box Storage: Data older than 400 days is securely stored in our ice-box storage.
      • Data Retrieval Fee: A fee of $25.00 per request applies if you require access to data stored in the ice-box beyond 400 days.

      Note: Please contact our customer support team if you have any further questions or require assistance. We are here to help you make the most of our services. Thank you for choosing Convirza as your trusted call-tracking and analytics partner.

      *Complimentary data access is subject to the terms and conditions outlined in the customer agreement.